Patent CA-2498558-A1 (CA)
Title: Method and apparatus for providing result-oriented customer service
Inventor: OWEN JAMES E
IPC: H04M3/22
Filed: 1995-10-03
Abstract: An automated customer service system and a method for operating same which automatically monitors a campaign and which terminates or modifies the campaign upon the occurrence of specified events, such as the success rate of the campaign, the quantity or dollar amount of products or services sold, etc. This allows resources to be shifted to other campaigns which are waiting to start, or which are already in progress, so as to provide for maximum performance of the available resources. The automated customer service system also maintains and uses a customer sensitivity profile to contact the customer in a manner, at a time and date, and at a location which are preferred by the customer. This maximizes the likelihood that the customer will be favorably responsive to the contact, whether the contact be to make a sale, to discuss collection of a balance due, or just to obtain current information about the customer. The automated customer service system also maintains and uses an agent qualification profile, in conjunction with the customer sensitivity profile, to automatically assign agents to the various campaigns. The process implemented by the customer service system is result-oriented. The process tests for a defined result or event to occur. If the result or event has not occurred then processing is continued. If the result or event has occurred then a specific action is performed. This allows the system administrator to develop a strategy script, which can be stored and used again. The strategy script allows the system to automatically launch a campaign, monitor the results of the campaign, and take appropriate action with respect to the campaign, all without the supervision or control of the system administrator. The present invention provides for the automatic and proper assignment of resources, such as agents, to campaigns. An agent qualification profile identifies any special skills or qualifications that an agent may possess, such as language skills, type of voice, efficiency, and type of call processing skills. The system administrator devises a strategy script based upon the customer sensitivity requirements and the agent qualifications. The strategy script determines which agents meet which requirements, and whether there are adequate agents to handle the requirements of concurrent campaigns. The strategy script also provides for assignment of the agents in accordance with a preplanned priority or procedure in the event that there are not adequate qualified agents available. Similarly, a system profile identifies the available system resources. The system administrator devises a strategy script based upon the campaign requirements and the system resources. The strategy script determines which resources are needed to meet which requirements, and whether there are adequate resources to handle the requirements of concurrent campaigns. The strategy script also provides for assignment of the resources in accordance with a preplanned priority or procedure in the event that the system resources are inadequate to accommodate all of the concurrent campaigns.